Overview
What is Pega Customer Decision Hub?
Pega Customer Decision Hub optimizes customer lifetime value by providing an “always-on brain” to unify data, analytics, and channels into one connected experience. Customer Decision Hub collects data from every interaction as it’s taking place, combines that with the customer’s…
Pega CDH stack can take care of long term strategy goals
On the other side I want …
cost over runs
Reach your customers where they are, on their own terms.
Pega as a Customer Relationship Platform
Pega CRM
Customer Caring
Customer Engagement Suite Review
Pega Customer Engagement Suite Review
Customer Engagement Suite Review
Awards
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Pricing
Case Management
$97.00
Unified Messaging
$145.00
Enterprise
$165.00
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Pega Customer Decision Hub?
Pega Customer Decision Hub Screenshots
Pega Customer Decision Hub Competitors
Pega Customer Decision Hub Technical Details
Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
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Operating Systems | Windows, Linux, Mac |
Mobile Application | Apple iOS, Android |
Supported Countries | global support |
Supported Languages | All major languages; localization available |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(35)Community Insights
- Business Problems Solved
- Pros
- Cons
Anthem's central hub for managing marketing campaigns has proven invaluable for users within the organization. By integrating Direct Mail, Email, CRM, and web properties, the platform eliminates the problem of siloed campaigns. With a focus on the full customer journey, the product seamlessly integrates business rules, eligibility rules, and customer preferences. This comprehensive approach ensures that every interaction is tailored to the individual customer's needs and desires.
One prominent use case for this product is its application in claims systems and customer engagement across multiple channels. Anthem users have found that automating workflow and collaboration through the platform not only improves efficiency but also provides meaningful metrics to business leaders. The ability to describe business processes and workflows within the platform allows customers to directly translate their requirements into software. Additionally, the product supports Grievance and Appeals processing for customer service teams by coordinating workflow, approvals, and reviews.
Moreover, this versatile tool serves as a powerful Business Process Management solution. It streamlines processes by automating, measuring, and optimizing various business operations. The platform's integrated experience helps drive intelligent campaigns and facilitates meaningful conversations throughout the customer journey. Furthermore, it offers analytics that provide visibility into payment issues and propensity to pay, assisting with payment resolution.
Overall, Anthem's product excels in its ability to unify marketing campaigns, optimize business processes, support complex customer issues, and enhance customer service operations. Its wide range of use cases demonstrates its adaptability across different industries and departments.
Intuitive and Easy-to-Use UI: Several users have praised Pega's user interface for its intuitiveness and ease of use. They have mentioned that the drag and drop functionality makes it simple to build and customize complex business rules, resulting in a straightforward UI building process.
AI Adaptive Analytics Capabilities: Many reviewers have appreciated Pega's AI adaptive analytics capabilities. By utilizing AI to learn which marketing efforts work best, businesses can make data-driven decisions and optimize their campaigns accordingly.
Valuable Educational Resources from Pega Academy: Multiple users have expressed their appreciation for the resources provided by Pega Academy. They have found it to be a great way to get their marketing team certified in the platform and become familiar with implementing campaigns in Pega's UI, indicating that Pega Academy offers valuable educational materials and training opportunities.
Steep Learning Curve: Several users have found the learning curve to implement AI adaptive analytics in Pega Customer Engagement Suite to be very steep. They mentioned that it takes a significant amount of time and effort to understand and effectively utilize this feature.
Lack of In-depth Help Documentation: Some users have expressed that the help documentation should be more in-depth and provide step-by-step instructions. They feel that having more detailed guidance would greatly assist them in navigating through complex tasks and ensuring successful implementation.
High Cost: Users have mentioned that the cost of Pega Customer Engagement Suite is quite high, making it difficult for small organizations to afford the licensing and cloud implementation. This pricing barrier restricts access to the suite's features, limiting its potential user base.
Reviews
(1-9 of 9)Pega CDH stack can take care of long term strategy goals
On the other side I want to add some points related to ROI for long term enterprises customer:
- Product is truly driving business oriented programs. You will get true sense of what business can control and contribute
- Product is future ready being a central brain for NBA and NBC at the same time it is explainable in detail.
- Post BAU you can see the application built on this product can give you essential directions for strategic growth
- NBA of proposition
- Simulation engine
- Insight driven recommendation
- Channel management
- Splitting the product in to features
- Sharing the customer success across
- Inbuilt reporting tool with dashboard
- Inbuilt web activity tracker
- Insightful decision making
- Contextual experience
- Ready to market
- Business oriented programs
cost over runs
- establish clear business rules
- easy utilize
- business rules customization is very difficult
- costs to customize the platform is very difficult and expensive
Reach your customers where they are, on their own terms.
- Easy to customize complex business rules with a graphic UI to implement the logic
- Use of AI adaptive analytics to learn which marketing efforts work best
- Pega Academy is a great resource to get your Marketing team certified in the platform and familiar with how to implement campaigns in Pega
- Very steep learning curve to implement AI adaptive analytics
- More best practice templates for implementing business rules would be helpful.
Pega as a Customer Relationship Platform
- Pega integrates multiple channels on Customer Service into one central system.
- Pega accelerates the customer relations with the organization and delivers higher rates of customer satisfaction.
- Pega implements several solutions to target all customer needs for service support.
- Pega Customer Engagement Suite is ready to use out of the box with several features, but custom development is always needed.
- Although new features can be quickly implemented, they have to go through a screening Business analysis process, QA screening and SCRUM based development.
- Pega eliminates the need for custom code, but there are rare cases where an specific requirement has little to no support from Pega, and implementing custom code can break OOB functionality and make the system unstable.
Pega CRM
- Keep track of interactions and service intents for a customer.
- Integration capability across different channels.
- Provides operational reporting capabilities to track call volumes across queues and channels.
- Case management
- Workforce Intelligence for better staffing.
- Data externalization from Pega PCS and SA to CRM.
- Word document integration for Correspondences.
Seamless Integration across various incoming channels. Please don't misunderstand this review to be for Omni channel as we have not implemented it yet.
Case management to record interactions of the customer inquiry and take actions.
Capability to customize case types based on customer needs.
Contact data exposure to external systems is a challenge. BIX is not the best way to extract data.
Next Best Action is promising but have not implemented it yet.
WFI doesn't work as expected.
Word integration with Pega requires Silverlight which is getting out of support.
Customer Caring
- Ability to design agent workflows
- Integration is done very easily with all the wizards that the product provides.
- Ability to design custom integrated campaigns
- Pega Customer Engagement Suite is a Pretty Expensive tool and many small organizations cannot afford the high price for licensing and cloud implementation.
- A major shortfall for Pega is its integration capability.
- There should be better documentation regarding out of the box functionality and what the product can do.
Customer Engagement Suite Review
- UI building. The UI is very easy to build due to the drag and drop aspect of it.
- It is very easy to build for reuse with the frameworks that Pega provides as well as the ones you create yourself.
- Integration is done very easily with all the wizards that the product provides.
- The help documentation needs to be more in depth and provide some How-Tos.
- The should be better documentation regarding out of the box functionality and what the product can do.
Pega Customer Engagement Suite Review
Usage & Solution to the business problems:
1) Pega provides a platform for describing business processes and workflow in a way that the descriptions get turned more-or-less directly into the software, or at least turned into requirements that have a fighting chance of getting through the translation into the software.
2) Used for maintaining the life cycle of a Drug undergoing research and development.
3) Dashboard/Reports development, Maintenance & download to excel/PDF
4) It provides notifications/integration as well as SLA escalations built in the PRPC.
- Pegasystems is a leader in the field of BPM software and is active worldwide. Pega is considered the market leader in BPM solutions by Gartner and Forrester. With the PegaRULES Process Commander (PRPC for short), Pegasystems enables companies to set up processes that are efficient, flexible and transparent
- The software offers many possibilities for building an application in a short time and easily integrating it into existing systems in your organisation. Pega supports the common protocols for making these links. Applications are built in a reusable and flexible way without hard-coding anything into the system. This enabled changes to be carried out by authorised users and/or administrators.
- Pegasystems is the leading provider of enterprise-class business process management software and solutions. Pega BPM puts business users in control of business process management, with features such as highly intuitive process design tools and automated generation of application code. The result is less reliance on technologists and greater process agility.
- A major shortfall for Pega is its integration capability, unlike IBM BPM which is integration-centric. IBM comes with an array of products which suits needs of varying degree.
- Advanced integration is solved by BPEL Process Server which has support for state-based patterns and mediation. Dynamic rules and event management can be solved with WODM, Cloud to on-premise connectivity with Cast Iron, Enterprise gateway and security use cases with DataPower, Social BPM with IBM BPM, WODM, Mobile app development with Worklight.
- Pega Customer Engagement Suite is a Pretty Expensive tool and many small organizations cannot afford the high price for licensing and cloud implementation.
1) One of the first things that client's IT department questions about is proprietary BLOB column in PRPC, for them, it is a disadvantage, but as we all know BLOB is what makes the highly complex data model of any BPM application fit inside to a common schema which eliminates the help of a DBA.
2) Another area of improvement is: when using the wizards to generate rules (such as the connector wizards) you have to be careful about the level of coupling between the work object's data model and the interface's data model. This can also create maintenance issues.
3) The complete Pega suite of products have a long time to develop and deploy and it can be easily done using other low-cost software.
Customer Engagement Suite Review
- Ability to design custom integrated campaigns
- Analytics to provide key insights and ability to tune your campaign accordingly
- Ability to design agent workflows
- Integration with other vendor apps
- Bots or Robotic automation capabilities
- Screen Customization
Less appropriate in bots or RPA scenario.